Leads the TAC managed services team by coordinating technical escalations, major incidents, SLA performance, customer communications, and cross-functional resolution efforts. Provides technical guidance, mentorship, onboarding, and team development while improving incident, escalation, documentation, and knowledge-management processes. Oversees service delivery risks, operational reviews, root cause analysis, customer environments, and continuous improvement initiatives across Service Desk, NOC, SOC, Professional Services, and Account Management.